CUSTOMER SERVICE

Customer service

Workshop content:

• Why customer service
  • Findings of customer service
  • Customers vote
  • The real cost of losing a customer
  • Internal customer service
• The ultimate goal of customer service
  • The ultimate goal: Gaining customer loyalty
  • Customer expectations
  • Related theories
  • Reasons for customer termination
  • Service recovery
  • What do we need for a distinctive service
• Employees who deal with external customers
  • The important role of employees who deal with customers
  • 3 types of customer service
  • Needed competencies for delivering a great service
• Benefits of customer complaints
  • Importance of complaints
  • Facilitating customer complaints
  • How to reduce customer complaints?
  • Reasons for complaints
  • Types of complaining customers
  • Service recovery
  • Dealing with complaints